Support and Maintenance Terms (SLA)
Part of the zplCore Licence Agreement (EULA). Version: 1.0 · Date: 25 October 2026
1. Scope
1.1These terms govern support and Maintenance for the Software under the zplCore Licence Agreement. Terms have the meaning defined there.
1.2Licensees with active Maintenance (Section 12 of the EULA) and users of a Trial Version during its term are entitled to support; there is no entitlement to support in the test mode without a licence key (Section 7.8 of the EULA). The entitlement applies to the same extent for all licence types, unless otherwise provided below.
2. Scope of Services
2.1Support covers:
- answering questions on the installation, configuration and use of the Software and its programming interfaces;
- receiving, analysing and handling error reports;
- help with isolating deviations in rendering and printing, including the review of individual ZPL or EPL files of the Licensee;
- advice on workarounds until an error has been fixed;
- advice on migrating to new versions.
2.2Maintenance covers the provision of all Updates to the licensed Software released during its term, including bug fixes, security fixes, compatibility adjustments and new features.
2.3Unless separately agreed, support does not cover:
- development, review or debugging of the Licensee's code or of Customer Applications beyond determining whether an error lies in the Software;
- designing labels, creating templates or data connections as commissioned work;
- training, workshops, on-site assignments;
- assistance with printer hardware, firmware, drivers, operating systems, networks or third-party software;
- support for the Licensee's End Customers (the Licensee provides support to its End Customers itself and contacts the Licensor in the event of errors in the Software);
- support for versions that are no longer supported under Section 12.7 of the EULA, other than help with the transition.
The Licensor may provide such services against payment by agreement.
3. Contact and Service Hours
3.1Support requests are sent by email to support@zplcore.com or through a ticket system provided by the Licensor. Each request receives a case number.
3.2Service hours are Business Days from 9:00 to 17:00 German time (CET/CEST). Requests received outside service hours are deemed received at the start of the next Business Day.
3.3Support is provided in German or English.
3.4Support is provided directly by the Licensor's development team.
4. Response Time – the Same for All Licence Types
4.1Commitment. The Licensor responds to every support request as a rule on the next Business Day, and no later than within three Business Days of receipt. This response time applies uniformly to the Developer, Team, OEM / SaaS and Enterprise licences and to the Trial Version.
4.2Definition. A response is the first qualified reply from a developer that deals with the substance of the request (e.g. a solution, a workaround, a follow-up question to narrow down the issue, confirmation of an error with an assessment). An automatic acknowledgement of receipt is not a response.
4.3No resolution time. The response time is not a commitment to deliver a solution within that time. The Licensor handles errors according to their severity (Section 5) with appropriate urgency.
4.4Enterprise. For Enterprise licences, requests are handled with priority and a named contact person is provided. Further commitments (e.g. shorter response times, on-call service) require a separate agreement.
4.5Suspension. While the Licensor is waiting for information from the Licensee, handling is suspended until that information is received. If the Licensor receives no reply to a follow-up question within 20 Business Days, it may close the case; the case can be reopened at any time.
4.6Compensation. If the Licensor exceeds the maximum response time of three Business Days for more than two requests from the same Licensee within one Maintenance period, that Licensee's Maintenance is extended by one month for each further breach from the third one onwards, up to a maximum of three months per Maintenance period. The Licensee claims the compensation in text form within 30 days of the breach. For subscriptions, an equivalent free extension of the subscription replaces the extension of Maintenance. Further claims remain unaffected in accordance with the EULA.
5. Severity Levels and Handling
| Severity | Description | Handling |
|---|---|---|
| 1 – critical | The Software cannot be used in the Licensee's production or produces incorrect print data with significant consequences (e.g. wrong barcode content), with no workaround | immediate handling after the response, continuously; workaround or fix build as quickly as possible |
| 2 – high | Important function faulty, workaround only with considerable effort | with priority; fix in the next Update or as a fix build |
| 3 – normal | Function faulty, reasonable workaround available, or deviation in the printed image without consequences for the content | fix in a regular Update |
| 4 – low | Question, documentation error, cosmetic error, suggestion for improvement | answer; implementation according to the Licensor's planning |
5.1The Licensee proposes the severity level; the Licensor classifies it according to objective criteria and communicates any differing classification.
5.2Feature requests are not errors. The Licensor reviews them and advises whether and when implementation is planned; there is no entitlement to implementation.
6. Cooperation of the Licensee
6.1The Licensee describes errors as precisely as can reasonably be expected: version of the Software and of .NET, operating system, printer model and resolution (where relevant), the smallest possible input with which the error can be reproduced (e.g. ZPL file, design JSON, code excerpt), and the expected and actual result.
6.2Before submitting examples, the Licensee removes personal data and trade secrets from them as far as possible (Section 18.3 of the EULA).
6.3All Named Developers of the Licensee are contact persons for support; each of them may submit requests.
6.4The Licensee installs Updates that fix a reported error within a reasonable period, insofar as this can reasonably be expected.
7. Updates and Release Notes
7.1The NuGet packages are published publicly on nuget.org; container images and other components are provided via the Licensor's container registry or download area. Public availability does not grant any rights of use: use requires a valid licence or Trial Version and the associated licence key (Section 7 of the EULA); without a key, only the test mode for development and testing is permitted (Section 7.8 of the EULA).
7.2For every Update, the Licensor publishes release notes (changelog) listing new features, bug fixes and breaking changes. Breaking changes to public programming interfaces or to the design format are highlighted there.
7.3The Licensor fixes security-relevant errors with priority and informs Licensees with active Maintenance. Security vulnerabilities can be reported confidentially to support@zplcore.com (subject “Security”).
8. Term of Maintenance
8.1Maintenance begins on delivery of the licence and runs for twelve months. It can be renewed for further periods of twelve months each at 40 % of the current list price (Section 12.2 of the EULA).
8.2Sections 3.7 and 12.5 of the EULA apply to additional Licence Seats and Upgrades.
8.3After Maintenance ends, there is no entitlement to support or Updates. Warranty claims remain unaffected; the Licensor also handles errors covered by the warranty without active Maintenance.
9. Remote Access
The Licensor does not access the Licensee's systems. Screen sharing or remote access takes place only at the Licensee's request, in a session controlled by the Licensee and in accordance with its security requirements.